Marcus Hotels & Resorts is looking for a passionate Guest Experience Coordinator to create unforgettable stays for our guests. In this dynamic role, you'll connect with guests through inbound and outbound calls before their arrival, coordinate room details, and collaborate with multiple hotel departments to ensure every aspect of their stay is perfectly planned and personalized. If you thrive on delivering exceptional service and making an impact, this is your opportunity to shine!

A division of The Marcus Corporation, Marcus Hotels & Resorts has a rich 60-year history of operational and service excellence. We are “People Pleasing People” who strive daily to create extraordinary experiences for guests and associates alike. Focused on expanding our U.S.-based portfolio of 15 hotels and resorts, our properties are known for their unique character and style.

What you will be doing:

Proactively contact guests to confirm needs, optimize room assignments, and finalize package bookings, including tee times, spa appointments, and experiences. Upsell higher-value room types and additional services while ensuring all bookings align with guest preferences, particularly for multiple-room reservations.  Identify frequent or returning guests, set personalized itineraries, and address past negative experiences by coordinating with other departments for exceptional service. Manage group bookings and itineraries for dining, spa, ski, and golf experiences, ensuring all arrangements meet group needs.  Process reservations, changes, and cancellations efficiently, using sales techniques to maximize revenue, cross-sell services, and confirm accurate guest information. Actively engage guests through professional, personalized communication, addressing their service needs, promoting property offerings and programs, and maintaining positive relationships. Follow company policies to ensure guest privacy, security, and confidentiality while complying with quality standards and procedures. Collaborate with coworkers respectfully, maintain professional communication, and handle sensitive issues with tact and discretion.

What we are looking for:

High school diploma or equivalent required.  Excellent customer service and communication skills through phone are required. Previous guest service, hotel/hospitality, receptionist, customer service, front desk or administrative experience preferred but not required. Must be able to work a varied schedule to include days, evenings, weekends, holidays, and the ability to work under pressure. Ability to access and accurately input information using a moderately complex computer system. Able to work independently, has good judgment, problem solving, and decision-making skills. 

What’s in it for you?

 Room discounts at Marcus Hotels & Resorts properties Discounts at Marcus Hotels & Resorts restaurants, cafes, lounges, golfing, skiing, and spa “Two for one” movie theater coupons at Marcus Theatres Ability to grow your career and transfer from one property to another Early wage access Paid time off Medical, dental, and vision insurance (offered after 30 days of employment), company-paid life insurance, employee assistance program offer, and 401k with employer match And more!

Salary Estimate: Starting at $14.50/hr

Note: This document describes the general nature and level of work required of people in the job. It is not intended to be an all-encompassing list of responsibilities, duties, and skills.

Marcus Hotels & Resorts is an equal opportunity employer.

Additional Information Hourly/Yearly Wage: Starting at $14.50/hr